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Objective

To use my bachelor's degree in Computer and Information Systems and 10+

years experience in planning, developing, and implementing to obtain the

position of Information Technology Domain.

Summary of Qualifications

I am a seasoned IT veteran with more than fourteen years' experience in the

information technology domain. My background includes Project Management,

Strategic Planning, System Integration, Network Operations, seasoned and

analytical Information Technology Professional with successful track record

with responsibility for IT team supervision, development of e-commerce,

software, enterprise-wide network infrastructure plans, network

administration, database administration and technical support. Excellent

project management skills with ability to create realistic schedules,

manage internal and contract resource, resolve critical path issues, set

expectations, manage risk and deliver results consistently on-time and

within budget. An excellent communicator and strong negotiator capable of

influencing at all levels of management. Experienced in strategic network

planning, business process, and problem solving methodologies. Disaster

recovery preparedness, and interoperability across multiple operating

environments. Organized, service-oriented, and self-motivated with proven

managerial and mentoring skills. Ability to learn new technology quickly

and introduce changes in process to achieve departmental budget and

performance goals, hand-on the following accomplishments:

. Cost saving and avoidance in projects

. Software Development, Coding, Testing and Debugging

. Database Management, Development, and Administration

. IT Specialist, Technical Service Support

. Linux family and Support

. Wide Area Network Diagnosis and Troubleshooting, Administrator and

Support

. Contact Center Administration, Service and Support

. Network Design, Implementation and Support

. Remote Access/Thin Client Server Support

. Website Management, Development, and Administration

Personal Data

Date of Birth July 15, 1976

Address 123/38 Soi Navamin 98, Kannayao, Bangkok 10230

Mobile no. +669********,

Email acd7kr@r.postjobfree.com

Education

1995-1999 Chiangrai Rajabhat University, Chiangrai

Bachelor of Science in Computer Science

Experience

Lenovo Technology Sdn Bhd., Level 3 Tower A & B Uptown 5, 5 Jalan SS21/39,

Damansara Uptown, 47400 Petaling Jaya Malaysia. August 21, 2012 - Now

IT Specialist : Service delivery process of Call center (~100 agents)

and field services of eight countries - Effective improvement of Processes,

Service Delivery, IT and People. Handling the technical enquiry from ASEAN

Call center and field service for technical solution and hint/tips, also

monitoring for serious or sensitive issue from Call center and field

service, Improve the technical tools and technique for ASEAN Call center

and filed services get more accurate of part dispatched and technical tips.

Take ownership and drive for cost reduction of ASEAN Call center and field

service.

-Saved USS$1,608/Month of Thailand IVR Voice over by voice and pace.

-Reduced in agent mistakes for the achievement of 95% good by

directing implementation of new processes.

-No repeat mistake per agent by coaching and auditing

-Reduced in Average Handle Time (AHT) to 10 minutes by reducing hold

time and after call time.

-No wrong part requested or wrong diagnosed by AWSP with CAG approval

process.

-Reduced Warranty cost to 1.20 by analysis of Part per Serial Number

by identifying all errors, implementing fixes/action to prevent repeat from

Call center and field service.

-95% of ASEAN RDVD fulfillment of machine in-warranty by machine in-

warranty and statistic of Windows Version usage per country.

-Temp Thailand Service Delivery Manager (SDM), three months support

for SDM in Thailand and improving/increasing onsite SLA performance to 80%

and meet JD project launching schedule and handling all escalations from

Thailand customer, business partners and country. Reduced the frequency of

complaints by auditing and random onsite visit to collect information for

process improvement and customer satisfaction.

Latest Web Development Project

Hereilike.com is the website to point the main area in Bangkok at

first supports SIAM area to do the advertisement, community and so on.

(Asp.net 3.5, C#, AjaxControlToolkit,JQuery, MySQL, OpenX AdServer)

Softverk (Thailand) Ltd., 10th Floor, Fenix Tower, 571 Sukhumvit Road,

Klongton-Nua, Wattana, Bangkok 10110, Thailand, February 2008-April 2012

Project Manager : Find new prospects, assess opportunities for selling

products, generate sales revenue to meet defined target, approach new

customer and maintain relationship, conduct market research also setup

marketing plan and execution. Interco-operate with Business Analyst to get

the customer needs and identifying, tracking managing and resolving project

issues. Proactively disseminating project information to all stakeholders.

Identifying, managing and mitigating project risk also ensuring that the

solution is of acceptable quality. Especially, managing the overall

schedule to ensure work is assigned and completed on time and within

BUDGET. These below are the example projects that I have done and have been

doing to release in the mean-time.

-Reduced cost of outsourcing team by bidding process.

-More effective of sharing central human resource (share team

resource) by implementing central resource member process.

-Reduced project budget of staff time, materials and equipment by

activities and process.

-Reduced of service request by implementing new tool for self-services

First Call Resolution project application for call center:

Evolution First Call Resolution is a software application that assists

contact centers in evaluating and understanding their first call resolution

rates, repeat caller trends, and the ability to apply a second call

treatment plan to retain and balance the resulting customer experience.

This is accomplished with a turnkey solution that can direct repeat callers

to the correct resource and provides important call information required to

develop a repeat call strategy. Includes several modules that combine to

give the data need to make intelligent decisions to optimize performance

and the overall customer experience.

. Web application for configuration and performance reporting

. Agent screen-pop application that notifies agents the a call if from a

repeat caller

. First call resolution reporting

. Measurement & Analytics delivers beneficial information from IVR,

agent performance and call tracing

(Asp.net 3.5, C#, AjaxControlToolkit, JQuery, MS-SQL, Reporting Service)

Outsourcing Project : Bidding for government projects and getting new

projects from any sources of projects bidding, Such as MRP, ERP and on

demand projects.

FoneStar : This a working name for our suite of software allowing

access to the full feature set of VoIP switches such as free

Asterisk/Trixbox and low cost appliances (hardware plus software bundle;

Softphone for Windows, memory stick, Switchboard, Toolbar, TAPI for Nokia

GSM Phone(access full functionalities of company VoIP switch). (Java, Php,

MySQL)

3G handset : TAPI software accessing a core switch allowing

reconfiguration of the Dialer in order to allow Virtual Sims(Login to more

than 1 GSM service provider in the handset), virtual callbace via the GSM

network signaling connecting directly to a phone company core. Allowing

second login like 2 SIM handset. (Java)

Saga Eign / Property: This is our flagship product for the management

of work in a real estate agency office such as RE/MAX. This is

workflow/document flow product for selling of real estate. Currently this

product is the real estate system in Iceland (Version 2.3). International

version 2.4 will be released in February 2010. Already preliminary versions

are in test phase in Hungary. (ASP.NET, Mono, Eclipse BIRT,MySQL)

Saga Darkpool: This is released as unique standalone part of Saga.

Darkpool provides closed of/in confidence (Chinese wall) service to the

real estate market. It provides a match making service where agents with

customers can find properties. Even if they are not registered with their

agency. (ASP.NET,AjaxControlToolkit,JQuery, MySQL)

Saga Webportals: Private webportal and Public webportal both are

using traditional property search as well as map based (Google map)

searches. Standard Private webportal provides for each office or group of

offices client facing webportals. Public webportal provides number of

services such as allowing a group of companies each to display their own

web as component web portal also allows groups of companies to share data

and to report each day administrative information such as is required by

RE/MAX area management. (PHP, MySQL,Joomla)

Saga AdMaker: This is standalone product that has been integrated

into Saga to provide full functionalities of a common co-operate build-out

of newspaper inserts etc. management and template of ads that can be

printed out and sent by e-mail. (ASP.Net, MS-SQL,AjaxControlToolkit,JQuery)

Saga CRM/Email: This is module to carry out customer relational

management and email support for Saga. It can be used in standard office

environment as standalone product.(ASP.NET)

Licensing server: This is a key in-house tool/product to issue

licenses to activate our products. API is provided for each product to

allow it to run according to our license policy.(J2EE, BIRT, RestFul

webservices)

Teledata (Thailand) Co., Ltd., 900/17 SVOA Tower, 21st Floor, Ramma III

Road, Bangpongpang, Yannawa, Bangkok, 10120, March 2006 - February 2008

Senior Application Engineer (Aspect Spectrum ACD and Nortel Contact Center)

. Project Manager in project First Contact Center (FCC) Co., Ltd.,

(Call Center Outsourcing) implemented for Nortel Symposium 5.0

Solution (Contact Center 5.0) about 200 licenses

- Implemented 3 servers (Blade systems) with Windows 2000 Server for

Contact Center 5.0 and Sybase

- Migrated Sybase database from Contact Center 4.0 to Contact Center

5.0

- Implemented for replication server for Contact Center 5.0

- Contact Center supported for SCCS5.0 and PBX

- Monitored/Analyzed Contact Center performance and services

. Implemented and adapted CREST (CRM) System, uses in house Teledata

offices (Singapore, Thailand, and Philippine)

- Leader for the CREST System Project, gave high profile customer

dedicated support by focusing on customer service, inventory and

warehousing.

- Reduced transportation costs and increased fill rates by automating

large customer order line to ship directly from the factory.

- Responsible for developing many supply chain KPI measures to track

performance in customer service, production planning, warehouse and

transportation.

. Developed new system of Sale Force Management Software for Teledata

(Thailand) with Java, JSP, and MySQL included function, stored

procedure and trigger.

. Service support Aspect Spectrum ACD 24/7 at True Move (Mobile Service

Provider) about 800 licenses (Agents) with certified

1. 0092 Aspect Spectrum System Management essentials V.10, May

2006 (Japan)

2. 0097 Aspect Spectrum Installation and Configuration V.10, May

2006 (Japan)

3. 0098 Aspect Spectrum Telephone Configuration V.10, May 2006

(Japan)

- Maintained/managed/serviced for Aspect Spectrum ACD

- Supported Work Force Management application server

- Maintained Solaris server for Datamart server.

. Implemented Nortel Contact Center 6.0 Solution at Synnex (Thailand)

Co., Ltd., with Multimedia / Outbound System.

- Supported voice team to implement Nortel CS1K PBX

- Implemented/Configured new 8 servers for Contact Center 6.0

Application Servers (HP Blade Systems)-Contact Center Manager Server,

Replication Server, Contact Center Administration Server,

Communication Control Toolkit Server, Quality Monitoring Server,

Multimedia Server with Web Chat, Outbound and Email support and DNS

server.

- Implemented/Configured IP Phone

- Implemented/Configured for branchs in 4 provinces to work as the

same Contact Center location.

- Developed/Implemented Screen popup application for agent to manage

customer information before accepts call to work with CCT API. (used

C# .NET, ASP.NET and MS-SQL Server)

- Implemented/Migrated Sybase database from CC6.0 Active Server to

Replicate Server

- Supported for NCC 6.0 and PBX

- Analyzed/Monitored for performance and services

. Implemented Nortel Contact Center 6.0 at Senate Thailand (Thai

Parliament).

- Supported team voice to implement Nortel CS1K PBX

- Implemented/Configured 2 servers for Contact Center 6.0 Application

Servers as a co-resident server-Contact Center Manager Server with

Contact Center Administration Server, and DNS server.

- Implemented/Configured IP Phone

- Developed adaptor application to connect 2 applications server

(CC6.0 and CRM application using C# .NET to manage customer data when

call is presented.

. The member of Nortel Developer Program (To implement and program for

the integration of various systems such as IVR, Contact Center and

other products/brands to solution with Nortel TAPI)

. Trained at Nortel Singapore in the courses of

1. 920-172 Nortel Contact Center 6.0 - Communication Control

Toolkit,

February 2007

2. 920-166 Nortel Contact Center 6.0 - Multimedia / Outbound,

February 2007

e-Steps Co., Ltd., Navamin Rd., Kanna-yao, Bangkok, April 2005 - February

2006

Information Technology Manager / Project Leader (Contract)

. Managed team of five technical professionals with responsibility for

daily operations, network and telecommunications infrastructure

planning, budgeting, and ensuring 99.99% uptime performance.

. Spearhead procurement of hardware and software including vendor

contract negotiation and relationship management.

. Administrator network policies and secures access to remote users, and

maintain corporate website as webmaster.

. Implemented data center application server and infrastructure for 5

servers to an integrated environment with redundancy, remote access,

and VOIP support.

. Managed/analyzed supply chain diagnostic, Strategy and Evaluation

- Assessed the current end-to-end supply chain process including

mapping of internal processes, benchmarking against competitive

metrics and gap analysis of existing Oracle ERP configurations

- Delivered a prioritized best practice road map and business case

which was used for subsequent initiatives

- Responded for creating a center of implementing, excellence and

educating of SCM and ERP best practices across the company and

providing project management and process expertise to aid the business

and sectors in their SCM and ERP related implementations.

- Deployed and developed changes to forecasting and safety stock

process inputs which maintained service levels while reducing safety

stock.

- Created the front and back end of inventory system by designing

database schemas for MS-SQL and integrated in .NET

- Completed entire project management cycle from documentation,

prototype, UI design and user training for inventory system.

Infosys Technology Limited, Mysore, India, November 2004 - March 2005

Scholarship for training course in Computer and Information Technology by

The National Science and Technology Development Agency, Ministry of Science

and Technology Thailand.

. Computer Hardware and System Software

. Programming Fundamentals

. Relational Database Management System (RDBMS)

. System Development Methodology

. Analysis of Algorithm

. Object Oriented Concepts

. User-Interface Design Issues

. Web Architecture

. Unix

. Infosys Quality Systems

. HTML/DHTML/CSS/Java Script

. Oracle 8i(SQL * Plus, PL/SQL, Locking, Failure and Recovery)

. Java / Advance Java Programming

. Web Servers

. Servlet Programming / JSP / JDBC

Rajamangala University of Technology Lanna Nan, 2001-2004

Header of IT Office

. Focused on implementing department policies and procedures;

Collaborated with staff to create professional development plans for

each team member. Utilized helpdesk reporting to engage executive

management and motivate staff to higher performance levels. Took the

lead role of educating all instructors in IT Security.

. Managed a seven-person IT department including a PC Technician,

Network Administrator, Software Developer and Computer Operator. Added

four new staff during my tenure: PC Technician, PHP and .NET Software

Developer, Database Developer and Network Systems Engineer.

. Responsible for more than 7 servers, 2 WAN circuits, 2 broadband

internet connections, 2 websites and 2 domain names. Admin 2 Win2K

domains, IIS, DHCP, DNS, WINS, Exchange, ISA 2000, AS/400, Cisco

routers, Switches and Linux.

. Performed extensive reengineering of Campus servers including DHCP,

DNS and WINS services to allow for high availability and more

efficient network operation.

. Saved Campus from spending on a Microsoft Application Server by

implementing and open source based on Linux.

Vice-Header of Self Access Office

. Managed team to design and develop educational courseware.

. Managed and trained 5 Self Access staffs and 3 engineers to support

2,500 students and 120 instructors to use internet room, multimedia

rooms and library room.

. Developed lesson plan and instructed a 3 months training course.

Process involved extensive hands on training for student and outer

organizations.

. Trained and managed staffs for development of technical documentation

and preparation of training materials for video, television, CD-ROM,

projector, CCTV, VCD, DVD, tape, CAI, and computer software.

Project Manager

. Provided leadership and direction to project team by understanding

business process, gathering requirements, identifying potential

usability issues, managing scope, and ensuring that an appropriate

level of application quality was maintained at all times.

. Played an instrumental role in re-architecting the Campus web site

with primary responsibility for overall usability, site-wide

navigation, and internal search functionality.

. Managed a team of programmers and database designers in IT Department

to design and develop of a large and complex document management

system for Campus using VB, SQL Server, and Crystal Report.

. Managed a team of programmers and database designers in IT Department

to design and develop a project management to using JSP, Java Script

and MySQL to track the progress of projects and requests in Campus and

student final projects.

Freelance Programmer

. Hotel Management System using VB and MS Access; Hotel management

system for Easy Inn Nan. This software automates all the jobs with in

hotel or guest house such as reservation, check-in, and check-out etc.

. Image Gallery (jex.com) using JSP, Java(Script, Beans), HTML, CSS,

MySQL; To upload image files to the image gallery in their existing

web portal for their employees, This module uploads bigger images and

creates thumbnails on runtime and shows to the user both the thumbnail

as well as original images, and cross-referencing other channels.

. Java(Script, Servlet, Beans), JSP, J2EE, SQL server, Oracle, MySQL

. ASP,PHP,.NET

. PL/SQL

Teaching

. Fundamental of Computer Systems

. OOP

. Java Programming

. Database Management Systems

. Computer Network

. Microsoft office suites

. Information System Design

. Computer training, laboratory sessions, grading homework assignment,

lecturing, grading final projects

Computer Services Co., Ltd., Chiangrai, 1998-2001

Programer

. Visual basic, SQL Server, Crystal Report

. dBaseIII Plus

Referees

. Mr.Liew Eu Jin, ASEAN Call Center Manager, Lenovo Technology Sdn Bhd.

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